Senior Customer Success Manager – Global SaaS & Cloud Solutions Strategist – Championing Retention, Expansion, and Value at brighthush

About brighthush

brighthush is more than a cloud‑based compliance platform; it is a global movement that is redefining how businesses manage tax, regulatory, and financial operations in an increasingly digital world. With a bold mission to be part of every transaction worldwide, brighthush empowers thousands of customers—from nimble startups to Fortune 500 enterprises—to navigate complex tax landscapes with confidence, speed, and unprecedented clarity.

Our culture is built on curiosity, collaboration, and a relentless focus on customer success. We blend cutting‑edge technology with deep industry expertise, and we proudly stand as an AI‑first company that leverages artificial intelligence to deliver smarter, faster, and more reliable solutions. If you thrive in an environment where experimentation meets execution, brighthush is the place to amplify your impact.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, purpose‑driven team that is scaling the next generation of global customer success. We offer:

• Competitive base salary plus performance‑based bonuses tied to customer outcomes
• Generous paid time off, including parental leave and a flexible holiday policy that respects your life outside work
• Comprehensive health, dental, vision, and life insurance plans (location dependent)
• Unlimited learning budget and access to industry conferences, certifications, and internal knowledge hubs
• Equity opportunities for senior roles, fostering a culture that rewards ownership and long‑term thinking
• Remote‑first work model with occasional in‑office collaboration (1–3 days per quarter) to keep the team connected
• Inclusive, diverse, and supportive environment with employee resource groups and leadership sponsorship

Role Overview

As a Senior Customer Success Manager at brighthush, you will own a high‑volume portfolio of mid‑market and strategic customers, ensuring they realize measurable value from our SaaS solutions while driving retention and uncovering expansion opportunities. You will be the trusted advisor who translates product capabilities into tangible business outcomes, protects revenue, and builds long‑term loyalty.

Key Responsibilities

• Guide customers through product adoption, clearly linking features to outcomes and business value.
• Maintain proactive engagement across your portfolio, ensuring consistent touchpoints that drive retention and growth.
• Identify and mitigate risks early, developing clear action plans and executing “get‑well” strategies to prevent churn.
• Lead seamless onboarding for new customers, setting a strong foundation for long‑term success.
• Conduct regular Value Reviews, helping customers track progress, realize value, and align on next steps.
• Support Quarterly Business Reviews (QBRs) for top accounts, focusing on value realization and partnership growth.
• Develop and maintain Success Plans for key accounts, aligning brighthush solutions to customer goals and measurable outcomes.
• Act as the escalation point for customer issues, responding promptly and coordinating with cross‑functional teams.
• Maintain accurate, up‑to‑date customer records, including health scores, risks, and action plans.
• Participate actively in team cadences (e.g., lifecycle reviews), sharing insights and maintaining visibility on customer health.
• Partner closely with Account Managers to support renewals and identify expansion opportunities, generating qualified leads for additional products.
• Identify opportunities to align customer needs with brighthush’s suite of products and services.
• Serve as the voice of the customer internally, collaborating with Product, Marketing, and Customer Education teams.
• Leverage AI and automation tools to improve efficiency, insights, and the overall customer experience.
• Build strong stakeholder relationships within customer accounts to drive long‑term advocacy.
• Continuously develop your skills and knowledge to improve performance and deliver greater customer impact.

Essential Qualifications

• 3+ years of experience as a Customer Success Manager in a mid‑market or strategic role.
• Proven ability to manage a high‑volume book of business while maintaining deep customer relationships.
• Strong analytical skills: ability to synthesize complex, sometimes conflicting information into practical solutions.
• Excellent communication skills across multiple formats—verbal, written, video, and in‑person—tailored to diverse audiences.
• Experience with enterprise systems such as ERP, CRM, eCommerce, POS, and OMS.
• Hands‑on experience with Salesforce and Gainsight.
• Passion for customer success, especially within SaaS environments.
• Familiarity with indirect tax concepts (GST, VAT, etc.) is a plus.

Preferred Qualifications

• Background in tax technology or compliance solutions.
• Experience working in a fast‑paced, high‑growth tech company.
• Demonstrated success in driving customer retention and expansion.
• Knowledge of AI and machine‑learning tools applied to customer success workflows.
• Experience leading cross‑functional initiatives and influencing product roadmap.

Skills & Competencies

• Customer‑centric mindset with a focus on delivering measurable value.
• Strategic thinking and execution: turning insights into action plans.
• Data‑driven decision making: using metrics to guide engagement and risk mitigation.
• Collaboration: working seamlessly with Sales, Product, Engineering, and Support.
• Adaptability: thriving in a remote‑first, rapidly evolving environment.
• Leadership: mentoring junior team members and influencing stakeholders.
• AI fluency: leveraging AI tools to enhance customer interactions and operational efficiency.

Career Growth & Development

At brighthush, your career path is designed to accelerate. As a Senior Customer Success Manager, you will:

• Progress to a Customer Success Leadership role, overseeing a team of managers and shaping the customer success strategy.
• Take on cross‑functional projects that influence product development, go‑to‑market strategy, and customer education.
• Earn certifications in Salesforce, Gainsight, and AI‑powered analytics.
• Participate in leadership development programs and mentorship circles.
• Benefit from a generous learning budget that covers conferences, workshops, and online courses.

Work Environment & Culture

brighthush champions a culture of transparency, innovation, and inclusion. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual stand‑ups and monthly all‑hands meetings.
• Quarterly in‑office retreats for team building and strategy alignment.
• Open‑door leadership policy: leaders are accessible and responsive.
• Employee resource groups that celebrate diversity and foster belonging.
• Regular hackathons and innovation challenges that encourage experimentation.

Compensation & Benefits

While specific figures vary by location and experience, you can expect:

• Competitive base salary aligned with market benchmarks.
• Performance‑based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Health, dental, vision, and life insurance plans.
• Paid time off, parental leave, and flexible holiday policy.
• Equity options for senior roles.
• Unlimited learning budget and professional development stipend.
• Access to cutting‑edge AI tools and platforms that enhance your daily work.

AI‑First Mindset at brighthush

brighthush is committed to embedding AI across all facets of our organization. As a Senior Customer Success Manager, you will:

• Apply AI to analyze customer health data, predict churn, and recommend proactive actions.
• Use AI‑powered chatbots and virtual assistants to streamline onboarding and support.
• Collaborate with the Data Science team to refine models that drive customer value.
• Stay curious about emerging AI trends and share insights with the broader team.

How to Apply

Ready to take the next step in your customer success career? Join brighthush and help us shape the future of compliance technology. Click the link below to submit your application and become part of a team that values innovation, impact, and growth.